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About the Role

Provides superior customer service to internal and external customers. Serves as the customer service telephone liaison for Berkshire Bank, responding to inquiries, resolving issues, educating customers, and promoting products and services. Identifies and offers new opportunities and solutions to meet customer needs.

Responsibilities

• Respond to incoming calls from internal and external customers.
• Provide excellent customer service for general account inquiries, deposit and loan rate requests, product and service information, and Online Banking and ATM/Debit Card issues.
• Perform PIN resets, Online Banking and e-Statement setup, and check order requests.
• Compile customer information and file EFT complaints for unauthorized electronic activity.
• Follow through with customer issues and provide ongoing assistance.
• Identify customer needs and cross-sell or refer to appropriate business lines to deepen relationships.
• Support and participate in bank initiatives and sales campaigns.
• Research and resolve customer issues, managing difficult situations.
• Follow up on resolutions to ensure customer satisfaction.
• Identify and escalate difficult customer situations to the appropriate party.
• Prepare customer correspondence as needed.
• Process applicable customer account documentation to ensure compliance with Bank policy.
• Stay abreast of products, services, applicable laws, regulations, and policies/procedures.
• Advance knowledge to support a full-service, omni-channel contact center, including account opening, loan applications, payments, and live chat.
• Provide backup to Sr. Customer Support Specialist, coaching and mentoring new team members.
• Ensure compliance with banking laws, rules, regulations, and prescribed policies/practices/procedures to reduce risk and uphold ethical standards.

Requirements

• Minimum 1 year of banking experience.
• Experience working remotely or in a flexible environment.

Skills

• Proficiency with MS Office products (Word & Excel) and the Internet.
• Problem-solving ability.

Location

• Yorktown, RI

Experience Level

• Minimum 1 year banking experience

Education Level

• High School diploma

Salary/Compensations

• $20.00 - $28.90

About the Company

• Beacon Bank & Trust
• Berkshire Bank

Equal Opportunity

• Beacon Bank is an Equal Opportunity Employer.
• All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
• Contact hr@berkshirebank.com for website accessibility, application assistance, or alternative application methods.